Complaints Procedure

We take all expressions of dissatisfaction seriously and are committed to responding promptly to any concerns raised. Our firm strives to provide a professional, efficient, and courteous service at all times. If you believe we have not met these standards, we welcome your feedback as an opportunity to improve. We will investigate your concerns impartially and aim to reach a positive and timely resolution.

What to do if you have a complaint about our service, your invoice, or the handling of your personal data

If you are dissatisfied with the service, you have received or how your personal data has been handled or stored, please contact the person dealing with your matter or their supervising partner or manager. You can usually find their name in your initial correspondence. If you are unsure, please contact our Client Care team at:contact@westridge.legal

The case handler and/or their supervisor will review your concerns and aim to provide a written response within 20 business days. If your complaint is complex and needs more time to investigate, we will inform you of the delay and give you an estimated timeframe for a full response. We may suggest a call or meeting to help resolve the matter. If you have a preferred method of communication, please let us know.

If you are not satisfied with the initial response, you may escalate your complaint to our complaints team by email or in writing:

Westridge Legal
The CIBA Building
146 Hagley Road
Birmingham
B16 9NX
contact@westridge.legal

Please note that the Legal Ombudsman allows up to eight weeks for us to try to resolve your complaint before they will consider investigating.

Referral to the Legal Ombudsman

If you are not satisfied with our final response, or you do not receive a response within eight weeks, you may contact the Legal Ombudsman. You should bring your complaint to them within:

• One year from the date of the issue you are complaining about, or
• One year from when you first became aware of the issue.

Additionally, the Legal Ombudsman usually requires that you contact them within six months of our final response.

Legal Ombudsman Contact Details

Telephone: 0300 555 0333 (International: +44 121 245 3050)
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
Address: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

Reporting to the Solicitors Regulation Authority (SRA)

If your concern relates to a breach of the SRA’s rules or regulations, you may report this directly to the SRA:

Solicitors Regulation Authority
The Cube, 199 Wharf side Street Birmingham, B1 1RN
Telephone: 0370 606 2555 (UK) or +44 (0)121 329 6800 (International)
Email: report@sra.org.uk
Website: www.sra.org.uk